Customer Support Executive - Star Pubs

Customer Support Executive

Known Internally as a Just Add Talent (JAT) Executive

Function: Star Pubs

Location: Edinburgh (St Andrew’s Square)

Salary: £24,628 base, depending on experience, plus full benefits listed below.

Contract: 12 month fixed term contract

Latest Closing date: 4th February 2026 - Please note, that we may close vacancies early when we receive significant numbers of applications, so don’t delay!

Did you know that HEINEKEN own over 2,400 pubs in the UK? HEINEKEN has a long-held belief that pubs are an integral part of British culture and that well-invested pubs, run by skilled operators can prosper and thrive. As the nation’s leading pub, cider and beer company and the name behind a host of brilliant brands, we’re looking for equally brilliant people to help us on our journey to building a better future.

Part of building a better future is supporting our lessees, ensuring they have the right tools to build their businesses and play an important part in their thriving communities. This would be impossible without gold-star colleagues who care about people, account management and everything we stand for.

There’s so much more to HEINEKEN than meets the eye and right now, we’re looking for a Just Add Talent Executive to join or Star Pubs team!

About the role

As a member of our JAT Support Team you will be responsible in delivering outstanding customer experience as the first line of support for telephone and email queries from our managed house operators and internal departments. You will ensure that all queries are resolved in a timely manner or re-directed to the appropriate owner of the issue. This involves you managing and maintaining multiple systems and being the guardian of a number of processes.

You will also be responsible for delivering the Change of Lessee (COL) process for our JAT sites which involves reviewing data inputs, liaising with suppliers and inputting data into our SAP System.

Key accountabilities

• Ensuring all back-of-house administration is up to date.
• Be an escalation point for our JAT Operators for any supplier relations.
• Processing required payments to local authorities.
• Highlighting opportunities for process improvements
• Administering the COL process

Who we’re looking for

We need a motivated team player with an aptitude for problem solving, effective multi-tasking and excellent communication skills. To be successful in this role you will bring a passion for delivering a great customer experience, high data input accuracy and ability to multi-task. Strong administration skills are a must!

• Have experience in customer service.
• Are confident speaking to people on the phone.
• Can build meaningful relationships.
• Are comfortable taking action and learning along the way!

Our Ways of Working

Heineken’s Global Purpose is to "brew the Joy of True Togetherness to inspire a better world" and to fulfil this we believe in working closely with each other and collaborating f2f when we can. To enable this, we ask colleagues to be in the office Tuesdays and Thursdays and one other day of colleague’s choice.

Our benefits and rewards

• Annual bonus
• Company-funded Private Medical Healthcare
• Double-matched pension (up to 10%)
• 35 days holiday (holiday trading available)
• A monthly case of our delicious ciders and beers (low and no alcohol options available)
• Unique learning and development opportunities

Who We Are

Star Pubs is part of HEINEKEN UK. The vast majority of our 2,400 pubs are leased out to small businesses and entrepreneurs. Around 160 pubs operate on our Just Add Talent model (a managed operator agreement). Our ambition is to bring out the best in the great British pub - by attracting and retaining the best operators, investing to create great pubs at the heart of their communities and providing licensees with market-leading insight and support.

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